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Top : Customer Service and Social Media : What Customers Want: You can't use social media for customer service if you don't first understand what your customers actually want and expect.
Articles:What Do Customers Want? Professor Kano Knows Customer Experience Matters - by Bruce TempkinI'm guessing that many of you weren't sure what this post would be about given the title. That's because most people have never heard of Professor Noriaki Kano. But anyone who deals with customer experience (or product development) should definitely learn about his work. Professor Kano is probably best known for creating the Kano Model (developed in the 1980's) that classifies customer preferences into five categories:Attractive (unexpected value)One-Dimensional (the more, the better)Must-Be (need to have these)Indifferent (no impact)Reverse (negative impact) (Added: 8-Jan-2010 Hits: 317 ) Satisfied Customers : What Do Customers Want? - by n/a "With today's cutthroat competition from big business, trying to compete on price can be a quick road to ruin for a startup company. But here's a little secret you should know: contrary to common perception, customers will not go almost anywhere just to save a buck." Find out more when you read this article. (Added: 24-Feb-2010 Hits: 284 ) What Customers Want From Customer Service Expert Article - by Barbars Findlay Schenck Do you your customers' tolerance limit for service wait times? If you don't you could be driving them away. It's surprising how little time a customer is willing to spend waiting for service. Read the author's opinion what drives customers away and what customers really perceive as good customer service. (Added: 24-Feb-2010 Hits: 213 ) Why Worrying About What Customers Want Doesn't Work - by Molly Gordon I think clients want to decide for themselves what they want, without needing to cater to our fragile self-esteem. So long as we do our jobs, which includes making what we offer visible and accessible, we can trust clients to do theirs, which includes deciding what they want and what it is worth to them. Any number of conversations may arise as our jobs intersect: For our part, we may ask: How can I help? What are you looking for? How much do you want to spend? Customers may ask: How can you help me? What will it cost? How do I know it works? (Added: 8-Jan-2010 Hits: 157 ) Innovation 101: What Do Customers Want? (Media Presentation) - by na While most companies say innovation is the key to growth, they often don't know quite what their clients want. Consultant Ulwick of Strategyn has a Six Sigma-like process to figure that out and, in turn, set companies on a surer product-development course (Added: 8-Jan-2010 Hits: 271 ) Satisfied Customers : What Do Customers Want? - by na BIGresearch asked tens of thousands of shoppers how they like to shop, what they look for in customer service and what it takes for them to buy. And according to T. Scott Gross, who turned the results into a new book called When Customers Talk, some of the most deeply entrenched wisdom about what customers want may simply be wrong. (Added: 8-Jan-2010 Hits: 306 ) Managing Customer Expectations - by Naomi Karten An expert in customer services knows how dynamic a customer's expectation can be. This article discusses the expectation shifts and how to best change with those shifts. Also, included is an extensive list of the human elements that customers perceive as promoting good customer service. (Added: 24-Feb-2010 Hits: 288 ) Poor Customer Service Hurts Your Business - by Steve Nguyen Probably a bad title, since it doesn't do justice to the content, this blog post is a cut above most on the topic, and discusses some research regarding what customers want -- the two most important wants, perhaps. Worth reading (Added: 6-Jan-2010 Hits: 221 )
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16-Nov-2011
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08:07:35
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